Director, Client Success Remote
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Monthly Salary:
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
The Senior Director of Client Success is a pivotal leader responsible for guiding Experian and our clients through the transformation from a data and insights provider to a platform and software-driven company. You will ensure post-sale value delivery accelerate adoption of new platform solutions and drive retention and growth across all customer segments. The Senior Director will lead a team of Client Success Managers (CSMs) promoting a culture of innovation efficiency and customer-centricity.
Strategic Transformation Leadership
- Champion the transition to a platform and software business model aligning client success strategies with evolving company offerings.
- Develop change management initiatives to support clients and internal teams through the transformation.
- Redefine engagement models to address the needs of platform and software customers including onboarding training and ongoing value realization.
Team Leadership & Talent Development
- Hire mentor and lead a high-performing team of CSMs providing them with the skills and tools needed for platform/software client engagement.
- Commitment to professional development and continuous learning culture to technology-driven change and client expectations.
- Oversee the evolution of onboarding renewal expansion and advocacy programs to reflect our new value proposition.
Cross-Functional Partnerships
- Collaborate with Product Engineering Sales Marketing and Support to ensure seamless client experiences and rapid feedback loops for platform/software enhancements.
- Be the bridge between clients and internal teams translating client needs into actionable insights for product development.
Customer Outcomes and Growth
- Drive adoption of new platform features and software modules ensuring clients achieve measurable business outcomes.
- Increase renewal and expansion rates by identifying growth opportunities within the platform ecosystem.
- Manage escalations and maintain executive-level relationships with strategic clients serving as a trusted advisor during the transition.
Data Insights and Process Management
- Leverage data analytics to track metrics such as onboarding speed platform adoption health scores and Net Revenue Retention (NRR).
- Refine customer journeys and success programs for effectiveness in a platform/software environment.
Executive Collaboration & Strategic Influence
- Partner with executive leadership to translate our strategic vision into tactical execution across the Customer Success organization.
- Be the voice of the customer in company planning ensuring client needs shape the evolution of the platform and software offerings.
Qualifications :
- Bachelors Degree
- 10 years experience related sales or sales operations experience
- 7 years experience leading and scaling Customer Success teams in SaaS platform or recurring revenue environments.
- Success in delivering retention and growth outcomes through customer lifecycle management during periods of transformation.
- Cross functional leadership strategic influence and change management capabilities.
- Metrics-focused with demonstrated ability to deploy Customer Success tools and frameworks in a platform/software context.
Additional Information :
Benefits/Perks:
- Great compensation package and bonus plan
- Core benefits including full medical dental vision and matching 401K
- Fully remote environment
- Flexible time off including volunteer time off vacation sick and 12-paid holidays
Our uniqueness is that we celebrate yours. Experians culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI work/life balance development authenticity collaboration wellness reward and recognition volunteering... the list goes on. Experians people first approach is award-winning; Worlds Best Workplaces 2024 (Fortune Top 25) Great Place To Work in 24 countries and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range individual pay is determined by work location and additional factors such as job-related experience and education. You will be also eligible for a variable pay opportunity.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experians DNA and practices and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work irrespective of their gender ethnicity religion color sexuality physical ability or age. If you have a disability or special need that requires accommodation please let us know at the earliest opportunity.
#LI-Remote
Remote Work :
Yes
Employment Type :
Full-time
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
About Company
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, ... View more
